Role Description The Customer Experience Supervisor is responsible for overseeing the daily operations of the customer service department, providing leadership, support, and development to staff. This role involves managing personnel needs, including hiring, training, coaching, and evaluating employees, while contributing to decisions on termination, compensation, and promotions. The supervisor monitors and enhances customer service performance by analyzing feedback, identifying process improvements, and implementing strategies to meet or exceed service goals. Additional responsibilities include: - Enforcing company policies - Mentoring team leads - Developing training programs - Managing call center schedules - Resolving escalated inquiries - Compiling reports - Analyzing budgets and financial data - Ensuring operational efficiency and customer satisfaction Preference to hire from within the current WM CE Team. Supporting Eastern & Central time zone market areas. Essential Duties and Responsibilities - Provides day-to-day management and support to customer service staff. - Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. - Provides input into termination, compensation, and promotion decisions. - Monitors and evaluates customer service performance. - Identifies operational issues and process improvements, and implements strategies to improve performance. - Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal. - Evaluates customer feedback through various channels. - Identifies process improvements and implements performance improvement mechanisms. - Communicates and enforces company policies and procedures. - Develops and implements customer service performance standards. - Mentors Lead Customer Service Representatives. - Determines training needs and establishes programs. - Compiles all customer service reporting requirements. - Develops and analyzes budgets, reports, and financial data. - Investigates and resolves escalated customer service inquiries. Supervisory Responsibilities - Direct supervision of 18 full-time employees. Qualifications - Education: High School Diploma or GED (accredited) - Experience: 5 years of relevant work experience - Call center or customer service experience and supervisory/management skills required. Requirements - Must live and work in the US. - None required for certificates, licenses, or registrations. Work Environment - Normal setting for this job is: Remote/ Supporting Eastern & Central time zones. - The expected pay range for this position across the U.S is $65,700 - $83,800K. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. Company Description WM is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company provides collection, recycling, and disposal services to millions of residential, commercial, industrial, medical, and municipal customers throughout the U.S. and Canada.

Role Description Our client is a premium Australian medispa business focused on delivering luxury beauty, wellness, and treatment experiences. They are now seeking to hire a CRM Coordinator to support their growing medispa division. This part-time, remote role is highly focused on database management, client communication, and booking conversions, serving as a vital link in converting marketing interest into clinic appointments. Job Responsibilities - Client Engagement & Booking Conversions - Call new leads generated through online marketing campaigns to introduce services and secure bookings. - Proactively book clients into clinic appointments in a warm, professional, and sales-driven manner. - Follow up on incomplete bookings and general client enquiries via phone and email. - Reengage and reactivate lapsed or inactive clients from the CRM database. - Identify existing clients with unused treatments or upcoming rebooking opportunities. - Appointment Coordination & Admin Support - Manage appointment confirmations, reminder calls, and daily schedule updates. - Conduct proactive follow-ups for client no-shows and handle swift rescheduling. - Maintain exceptionally accurate CRM notes, updating client files and communication histories. - Manage daily follow-up lists and action scheduling tasks efficiently. - Provide proactive updates and pipeline reporting to management regarding booking outcomes. Qualifications - Strong verbal and written English communication skills with a clear, professional phone manner. - Proven experience in a call centre, appointment setting, or phone-based sales administration role. - Sales-driven mindset with a natural ability to engage customers and handle objections. - Highly organised with strong attention to detail and data accuracy. - Intermediate to advanced proficiency in managing CRM systems and appointment scheduling platforms. - Ability to multitask, manage busy follow-up workflows, and work independently. - Available to work part-time hours (20 hours per week) aligned with Australian Eastern Standard Time (AEST) business hours. - Reliable home office setup including an i5/Ryzen 5 processor (or above), 8GB RAM, dual monitors, a noise-cancelling headset, and a stable internet connection with a backup option. Nice-to-Have Skills - Prior experience working within the medispa, beauty, wellness, or luxury retail industries. - Direct experience supporting Australian clients, businesses, or local consumer markets. - Familiarity with Google Workspace or the Microsoft Office suite. Benefits - Permanent work-from-home set-up. - Dayshift (Australian business hours). - Full-time job. - HMO. - Annual leave. - Christmas Bonus equivalent to 1 month's wage (pro-rata).

Role Description We are currently adding to our growing remote support team and are looking for motivated, organized individuals to join us as Client Planning Specialists. In this role, you'll assist clients throughout the travel coordination process by helping organize trip details, reviewing reservation information, and providing support to help ensure a smooth planning experience. This opportunity is a strong fit for individuals who enjoy working with people, staying detail-focused, and managing multiple tasks in a remote environment. Training, onboarding, and continued guidance are available for all team members, regardless of previous travel industry experience. Key Responsibilities - Support clients with travel planning requests, scheduling needs, and vacation preferences - Assist with coordinating hotels, cruises, transportation, tours, excursions, and other travel services - Research travel availability and compare options through approved supplier and booking systems - Help organize itineraries, confirmations, and reservation details - Provide professional assistance through phone, email, and online messaging platforms - Handle follow-up communication, itinerary revisions, and booking-related updates - Maintain organized client profiles and accurate planning documentation within internal systems - Stay informed on supplier promotions, destination updates, and industry information - Participate in virtual onboarding programs, team meetings, and ongoing training sessions Qualifications - Strong interpersonal and communication abilities - Excellent organizational skills with attention to detail - Ability to manage responsibilities independently in a work-from-home setting - Comfortable using web-based platforms, email, and basic computer systems - Reliable internet connection and professional communication habits - Self-motivated with a positive mindset and willingness to learn - Interest in customer support, hospitality, travel planning, or coordination roles - Must be at least 18 years of age - Applicants must reside in the United States, United Kingdom, Mexico, Australia, Spain, or approved hiring regions Benefits - Fully remote work environment - Flexible scheduling opportunities - Guided onboarding and structured training resources - Ongoing mentorship and professional development support - Access to travel supplier platforms, planning systems, and industry tools - Eligibility for travel-related discounts, incentives, and recognition programs - Career advancement opportunities within an expanding remote team

• Develop a business plan for the member and provider experience that anticipates future growth and technological shifts. • Implement tools and processes to handle thousands of multi-channel tickets (chat, voice, email) per week. • Lead the strategy for integrating AI-driven support tools to automate routine workflows, improve self-service, and enhance "high-touch" human interactions. • Manage escalation processes and collaborate cross-functionally to address the root causes of member and provider issues. • Grow a team of incredible Customer Support Managers, Member Advocates, and a Workforce Management (WFM) Analyst. • Ensure the team meets OKRs, SLAs, and KPIs, including CSAT, chat first response time, and call answer rates. • Unlock support interaction data to provide actionable insights for Product, Sales, and Operations teams. • Lead efforts in quality management, workforce forecasting, and training to ensure a consistent "white-glove" experience.